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Compare Hosted and Cloud-Based Call Centre Solutions

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When it comes to call centre software, there are two types of solutions: on-premise and cloud-based. A company's decision between an on-premise and a cloud-based phone system can significantly impact the future growth of the company. Therefore, many aspects need to come under the scanner before investing with call centre solutions, India.

Our article will give you a comprehensive idea about on-premise and cloud-based call centre solutions, India, to help you make a sound decision that aligns with your requirements.

On-Premise Vs Cloud-Based Software: The Definition

Before we venture further into the details, we need to understand what these terms mean.

What is an On-Premise contact centre?

An on-premise centre is a traditional call centre where the hardware, software, and infrastructure is stored and operated on-premises. When establishing an onsite call centre, you must purchase equipment, licenses and make the necessary arrangements for the physical office space.

On-premise solutions have several drawbacks, such as the high upfront costs, ongoing costs and the need for a server. A full-time IT professional is usually needed, and you may have to upgrade your system every few years.

What is a cloud-based call centre?

In cloud-based call centres, users connect to telephone service through an application downloaded and installed on their computer or mobile device. This solution depends on internet connectivity to function. Data is stored in the cloud, on servers owned by the service provider or rented from a third party.

The software offers a middle ground between onsite and virtual environments. Startup costs are lower than those associated with on-premise solutions, and your company does not need physical space for server storage. However, adjustments and troubleshooting must be done by third parties, and hybrid solutions have their disadvantages.

The Main Differences Between On-Premise & Cloud-Based Centres

Let's explore the differences between both solutions with consideration to important criteria such as:


Cloud-based phone systems require little to no investment in hardware or infrastructure but must be installed and maintained every five to seven years. To enjoy crystal-clear audio quality, your call centre must have:

  • High-speed internet connection
  • High-quality routers
  • Router configuration.

Using cloud-based call centre software means users are billed on an annual or monthly subscription. Besides, software installation on-premises does not require hardware or physical server installation. Agents can work from home, and you will save on office setup costs.

Contrariwise, maintenance, software updates, and general upkeep of onsite hardware is a costly and time-consuming task, which you'll need to hire an IT team to take care of. You will also incur upfront costs like acquiring the space for the servers, hardware, and licenses.

Costs should be when evaluating cloud-based call centre solutions. Subscription-based cloud solutions can be significantly less expensive than on-premise cloud solutions in the long run.


A cloud-based solution allows you to increase your growth rate and provide excellent customer service without waiting long to purchase and set up a physical server. It can transform how your call centre operates by increasing productivity, increasing sales, and automating reporting processes. The cloud-based model provides managers with increased visibility, reducing employee turnover, improving customer service and sales onboarding, and reducing the need for additional training.

Although on-premise contact centres also provide better call quality and stability, the quality will depend on the contact centre technology you are using.


Cloud-based call centre software is more flexible than on-premises and is easier to manage and customise. Browser-based cloud call centre solutions allow users to access their phone systems through an internet browser rather than a separately installed app, such as on-premise call centre solutions.

Moreover, it takes several months to fully implement an onsite call centre system. Once in place, an onsite call centre is difficult to change. Also, adding agents necessitates the purchase of new phones and the modification of existing hardware.

Business Continuity

Cloud-based systems can guarantee 99.9 per cent uptime because they rely on an internet connection. However, in the event of an issue, the vendor will try to resolve the issue as soon as possible. Moreover, working from home is made possible by cloud-based call centre platforms, which can assist organisations in lowering costs and increasing customer satisfaction.

Contrariwise, on-premise call centres are constantly shifting beasts, making business continuity a big challenge. If you need to increase or decrease the number of employees, you must either purchase additional equipment or leave your current equipment in the office.


While onsite installations are more secure than cloud-based technologies, cloud providers make it their business to stay one step ahead of security threats while also providing uptime redundancy safeguards. Cloud providers employ more resources than small IT teams to secure their data. Only verified and authorised users can gain access to your cloud-based data. Cloud solutions can guarantee a high level of security because the data is stored in the cloud and is far less likely to be breached.

When you run a call centre, you rely on a large amount of data to function. If your servers are destroyed due to a fire, flood, or another natural disaster, will you be able to recover your data again?


A cloud-based solution is ideal for sharing data across several devices and is designed to integrate seamlessly into any system and with third-party customer relationship management (CRM) providers.
While you can integrate your on-premises call centre software with other services, licensing and installation become a nightmare for even the most seasoned IT professionals. In addition, implementation will consume valuable time that could be spent on the growth of the business.
It is apparent that cloud-based call centres are a far cry from on-premise call centres. Here are some more reasons why you should think about joining the bandwagon.

Reasons Why Cloud-Based Call Centre Is A Better Choice

Investing in cloud-based call centre software is a wise decision because it allows you to:

  • Work in conjunction with other communication tools, such as email and chat.
  • Significantly improve your overall customer experience.
  • Run a more environmentally-friendly call centre.
  • Scale to any size call centre, especially if you cannot afford on-premise solutions.
  • Make changes to ensure that everything is updated.
  • Provide services in the language the customer prefers
  • Approach the leads with a local sales style
  • Operate the system from any remote location
  • Access the system through mobile or tablet devices.
  • Monitor your employees to make data-driven decisions
shield protecting datas from entering laptop using clous based software

The Bottom Line

Pulse Unified Communications Service Provider, India, offers the most robust call centre software- a multi-solution platform with amazing features. This full-featured tool can transform the way your call centre functions and upgrade your customer experience.

On-Premise Vs Cloud-Based Call Centres

The debate between on-premise and cloud-based call centres powered by cloud-based software is rising. Running an on-premise centre is easier said than done. Apart from the enormous expenses, you will be in charge of everything from setup to maintenance, customisations, upgrades and everything in between. Unfortunately, large call centres prefer to keep everything in-house since they lack the time and flexibility to migrate all their data to a cloud-based system.

On the contrary, cloud-based call centre solutions, India provide better flexibility, dependability, and support-premise solutions, and they are significantly less expensive. Our article explores the differences between both solutions. Please read it to make a wise decision that will be profitable in the long run.

Pulse Unified Communications Service Provider India, offers a powerful cloud-based call centre platform to manage your enterprise calling requirements. Choose Pulse to connect better with your customers.

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